Job Ref: 214435078

Date: 2021-08-13 16:42:40

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My client , a leading developer and global manufacturer of high value capital equipment is looking to employ an Applications & Technical Support Specialist to join them on a permanent basis.

Reporting to the Applications and Business Manager, working with 2 other field-based Application Scietists, the role will fall part of the Applications & Services team. You will be the first point of contact for customers and colleagues seeking techncial support on microplate reader Assay, software and hardware questions. Also, Working closely with the service team to pass on cases that need hardware support. You should be able to readily prioritise and be reactive to your clients needs.

First line technical support:

* Handling of support calls and emails from multiple sources.

* Working to meet company Service Level Agreements (SLA)

* Initial application support and troubleshooting of hardware and software using phone, email, Teams and TeamViewer tools.

* Logging of cases on company CRM, Microsoft Dynamics

* Working with team members to gain advice and recommendations to progress cases, and to escalate to site visits if required in conjunction with Application and Service team members.

* Providing a weekly report detailing current logged cases for discussion with the Application team once a week.

* Monitor all team cases to promote prompt closing and case escalation if required.

Demonstration lab management:

* Maintaining the demonstration laboratory.

* Managing stock and ordering in plates, lab reagents, lab consumables and PPE

* Managing stock and preparing demo kit reagents for supply to Sales product Specialists.

* Support the service team producing assay plates for instrument testing and troubleshooting.

* Monitor the health and safety protocols for the laboratory.

* Maintenance of Virtual PC system for software support.

Generation of Support Resources:

* FAQ development working with UK and International applications teams.

* Produce training resources for quarterly team meetings (presentations, documents, etc.)

* Production and review of customer support guides for common processes..

What you will require for the role:

Essential requirements:

Life Science Degree

Microsoft Office Experience

Strong oral and written communication skills

Highly Desirable:

Previous lab experience

Previous customer service experience

Strong IT knowledge and experience

Desirable:

Demonstratable experience of troubleshooting.

Past technical support experience.

Past experience in the use of microplate reader assays

What is on Offer:

* £25,000 – £30,000 p.a

* Annual bonus after qualifying period aligned to organisational performance.

* Pension scheme (includes 4% company contribution after qualifying period)

* Private healthcare

* Free eye examinations

* Personal development programme including extensive internal and external training tailored to meet individual needs.

* Generous holiday entitlement

* Employee Perkbox benefit scheme

* Free onsite parking

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